Critical
Core operation blocked across multiple teams or sites, with no practical workaround. Use the support form and select critical.
Support
Support that keeps the operation moving.
Reach a real support pathway with the context our team needs to understand impact, urgency and the next useful step.
Choose a severity
Describe impact, not just symptoms.
Severity helps us route a request. Please include affected locations, workflows and when the impact began. We acknowledge critical requests through a rapid triage pathway; actual response timing depends on impact and available context.
High
A major workflow is materially degraded, customer commitments are at risk, or a workaround is limited.
Normal
Partial impact, a reporting issue or a workflow question with an available alternative.
Low
General guidance, a feature request or a question that does not interrupt current operations.
Support coverage
Clear channels, considered response.
Our support desk is staffed Monday–Friday, 08:00–18:00 Central European Time, excluding public holidays in Spain. Critical issues submitted outside those hours enter the same rapid acknowledgement pathway at the next staffed handover; no fixed resolution time is implied.
For active platform incidents, the response lead validates impact, shares an update cadence appropriate to severity, and records the incident timeline and recovery steps. Customer-specific integration questions are routed to the relevant technical owner.
Self-service resources
Start with the working basics.
Use these guides to prepare the right people and information for onboarding or an integration request.
Onboarding map
Agree a business owner, source-system contacts, pilot scope and baseline measures before connecting data.
Integration checklist
Document source type, event cadence, ownership, field definitions, access method and data-quality expectations.
Operational workflow brief
Describe who needs the signal, what decision they make, and what should happen when a threshold is crossed.
Need a new system connection? Choose “Integration” in the support topic list, or contact our integration team.
Support request
Give us enough context to help.
For security, do not include passwords, access tokens, payment information or sensitive personal data in your message.
Work email helps us verify the right account and respond to your team.
Thank you. Your request has been received and will be routed according to the impact you selected.
We couldn’t send your request. Please try again or email hello@meridianvalesystems.com.